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Cyberark Premium Support Engineer 
Singapore 
158535521

30.08.2024


Responsibilities:

  • Provide technical support to premium customer accounts.
  • Troubleshoot and resolve complex, critical, and sensitive support issues via phone, email, and occasionally remote sessions.
  • Collaborate efficiently with Technical Support colleagues locally in Singapore and globally across locations including APJ, UK, US, and Singapore.
  • Engage with next-tier support, development, or product management colleagues when necessary to resolve customer problems.
  • Escalate critical issues and roadblocks through various available internal escalation paths.
  • Transition product issues to Engineering and product enhancements to Product Management, providing regular updates to the customer.
  • Reproduce customer issues and, when necessary, document solutions to known/common issues.
  • Learning and accumulating knowledge on new technologies, and act as a multiplier.
  • Be available for on-call duties after hours and on weekends occasionally.
  • Attend and contribute to customer-facing conferences.
  • Manage customer communication and expectations.

What You Need To Succeed

  • Bachelor of Science in Computer Science or related Technical Field.
  • Ideally, 5 years of experience in Enterprise Technical Support or a similar position in a software company.
  • Strong knowledge of Windows OS and proficiency in Linux/*Nix OS.
  • Proven technical and troubleshooting skills.
  • Ability to understand the technical aspects of complex systems.
  • Strong problem-solving abilities and the capacity to provide effective resolutions.
  • Excellent written and verbal communication skills with a customer-centric approach.
  • Ability and willingness to learn and work independently as well as within a team.